If we haven’t met, perhaps I should introduce myself.
I’m Steve Tennant, Managing Director of Tennant Consulting, a management consulting firm located in San Francisco. We provide Strategy and Customer Experience (CX) consulting services, predominantly with B2B software-as-a-service (SaaS) and technology companies. We work with many clients located in San Francisco and Silicon Valley, and their teams worldwide.
My passion is working with leaders and their teams to develop strategy, transform customer experience, reduce customer suffering, and improve the planet. In 2023, Tennant Consulting celebrates twenty-two years of joint success with our clients. I’m proud of the trust, great relationships, and accomplishments we’ve achieved together.
Since its founding, Tennant Consulting has focused on Internet, SaaS, Cloud, and high-tech startups. During COVID, I also spent 18 months working with utility and public sector clients as part of Accenture’s Customer Experience practice.
Tennant Consulting has:
- Worked with over 30 Tech companies, including SaaS, software, networking, and security solutions.
- Led transformational initiatives to transform customer experiences, facilitated cross-functional workshops, created or enhanced customer success operations, built premium service portfolios, and created recurring revenue streams at companies like Microsoft, Cisco Systems, Aruba Networks, Zendesk and others.
- Driven clients’ strategy, marketing, product management, services, support, customer success, and alliance operations, avoiding common pitfalls and delivering top-line results.
- Sold products to, built solutions for, and serviced multiple industries, including utilities, insurance, capital markets, retail, government, high-tech, manufacturing, banking and non-profits.
- Conducted win/loss analysis and competitive intelligence projects.
- Lectured at UC Berkeley, Stanford Continuing Studies, Technology Ventures, and the Silicon Valley Forum.
I have spent my career understanding how to develop, market, sell, service, and support technology solutions that help my clients address their customers’ most pressing business challenges.
How Tennant Consulting Is Different
We view your business holistically. While many consultants are specialists for a particular function — a sales methodology guru, branding expert, demand generation whiz, customer success expert, leadership coach, etc., who know their domain — we are familiar with all functions and examine your customers’ interaction with your entire business. We start with clearly understanding your target customer, the problem or challenge you solve, and how you intend to be different. We talk to your customers about their goals, desired outcomes, pain points, and how satisfied they are with your existing experience and solutions today. We compare “what you think you do” to “what they say you do” and areas for improvement. We assess how all your functions — sales, marketing, product/engineering, services, customer success, technical support, and support functions in HR, IT, and Finance, even your partner ecosystem — align to address the customer’s problem or don’t align. Partnering with our clients, we collaboratively identify the changes needed across all business functions to deliver your customers’ desired business outcomes effectively.
Our strategies are grounded in reality. We take an outside-in approach, working with your customers and employees. When appropriate, we go to your workplace and your customers’ sites to understand how people work, their needs, and existing solutions. We interview your customers and partners. We put the headset on, go to the front line, join the sales call, use the product, grab an oar, or whatever those “doing the work” are doing. We see far too many companies and consultants drawing conclusions and developing strategies without talking to employees, customers, and partners. With us, you get strategies grounded in your customers’ and employees’ reality, where the rubber meets the road.
We specialize in transformation. Whether you’re new to your leadership role, or a ten-year veteran, change rarely happens just because you “snap your fingers.” Customer Experience – the sum total of a customer’s interactions with your company — by definition, is not delivered by just one individual – the whole organization makes it happen. Yet most organizations have never intentionally designed their customer experience, let alone aligned their products, services, and organization to deliver that customer experience. We show you how by starting small and build momentum, like a snowball, across your organization.
We only engage if we can deliver a strong ROI for you. Together, we need to see a path to deliver at least a 300% ROI on my fees, or the work doesn’t begin. And ideally, more. We set the bar unusually high and turn away more projects than we accept. I have learned A LOT working with and for many consulting firms, and I have my own philosophy about how consultants should create client value. Leaders of large consulting firms are promoted based on generating tens of millions in revenue by putting large teams of consultants to work. We don’t. We jointly focus from the outset on the value you’ll receive from us working together. When appropriate, we’ll share the risk with you. This approach reduces your risk and increases the likelihood of your success. I’m not completely altruistic: when we do this together, you are more likely to want to use Tennant Consulting again and refer us to others.
We use a unique collaborative methodology that increases project success rates. Our collaborative problem-solving methodology increases your team’s ownership and alignment for a solution and accelerates implementation. Tennant Consulting is the only consulting firm using this methodology in high tech. After using it, clients have said things like, “We’re finally talking about the things we need to talk about around here to move forward,” “Wow, how did you do that!” and “How can I learn how to do that?” This collaborative approach is radically different from most other consulting firms. In my experience, large consulting firms focus on pushing pre-defined solutions, work more with their staff than your teams, and frequently “steamroll” the client on the problem, approach, and solution. The net effect is low buy-in from your team because this is the consulting firm’s solution, not your team’s solution. Lower buy-in means these consulting firms deliver less solution adoption, poorer results, and lower morale.
We’re committed to delivering exceptional value to you. We don’t “win” by keeping our consulting “bench” busy. We save you money. My vision for Tennant Consulting is to be a premier tech industry consulting firm based on the Hollywood model. In Hollywood (when there isn’t a writer’s strike), people come together to work on a movie or TV series, and when the production is over, they disband and go on to the next project. People have a strong network and work together because they are known for their craft. You are not paying for my sales and marketing team. You are not paying for my Account Management team. You are not paying for my groovy consultant workspaces in a colorful, hip office building. You are not funding my firm’s boondoggle offsites, security personnel, receptionists, or a prodigious “wall of snacks.” We have none of those! We deliver value to clients, and this model works. Having done this since 2001, with multiple years of repeat clients, you can judge whether it works.
You benefit from a pretty darn good network. When you need more assistance than I can provide, I collaborate with my network of experts. That means you get the expertise you need without hiring full-time employees. Sometimes, folks in my network bring me in to solve client problems. Other times, I bring them in. (The Hollywood model, remember?) To help my clients more, I founded the 5,800+ member PeopleSoft Alumni Network, a corporate alumni association of former PeopleSoft employees and enterprise software and Internet experts. My former peers have migrated in the last 20 years to leadership roles in software and tech companies across the San Francisco Bay Area and worldwide. My software and technology industry clients benefit from my network for quick advice and specialty consultants.
Continue the tour by learning about the clients we serve.